FLINT, Michigan (WJRT) – Michigan lawmakers have reached out to Veterans Secretary Denis McDonough on behalf of more than a hundred senior veterans who have struggled with computer literacy, cognitive impairment (including traumatic brain injury), or are unreliable to the internet. The vets have reached out to their offices about problems registering and reimbursing medical trips out of their own pocket.
According to a press release, Congressman Dan Kildee (MI-05), vice chairman of the House Democratic Caucus, along with US Senators Debbie Stabenow (D-MI) and Gary Peters (D-MI) and Representative John Moolenaar (MI- 04)), sent a letter to Veterans Affairs (VA) Secretary Denis McDonough today on behalf of over 125 Michigan veterans who have reached out to their offices about problems with the VA’s new Beneficiary Travel program.
“While we applaud the VA for their efforts to modernize their systems, we have heard negative feedback from veterans and local veterinary service organizations (VSOs) that this system is inaccessible or usable for many veterans. In particular, veterans who are older and unable to use a computer, are cognitively impaired (including those who have suffered traumatic brain injuries), or who do not have reliable access to the Internet or Internet-enabled devices, have difficulty accessing the system to access “, it says in the letter reads partially.
Below is the full text of the letter::
Secretary McDonough:
We are writing on behalf of over 125 veterans who have reached out to our offices about issues with the newly implemented Online Benefit Recipient (BTSSS).
As you know, eligible Veterans and Caregivers can use the Beneficiary Travel Program to receive travel allowance to cover mileage and other travel expenses when traveling on an approved appointment at the Department of Veterans Affairs (VA). We know that the VA recently implemented a new system, BTSSS, that allows veterans to file claims through an online portal.
While we applaud the VA for their efforts to modernize their systems, we have heard negative feedback from veterans and local veteran service organizations (VSOs) that this system is inaccessible or usable for many veterans. In particular, veterans who are older and unable to use a computer, are cognitively impaired (including those who have suffered traumatic brain injuries), or who do not have reliable access to the Internet or Internet-enabled devices, have difficulty accessing the system to access.
Over 125 veterans have reached out to our offices in the past three months for assistance because they have been unable to claim travel benefits or are frustrated with the new system. Conversations with local VSOs show that our offices are not alone. VSOs in the area report receiving more than 100 calls about this issue in the last month. We know the online portal has the potential to make claims filing easier and payments faster. However, new technology does not help if users are unable, or do not know, how to navigate it.
We have heard from veterans and stakeholders that the complexity of setting up a BTSSS account is overwhelming. Many veterans seeking reimbursement are older adults who have no high level of internet literacy or even have access to a smartphone or computer. In addition, affected stakeholders have stated that some veterans, including the elderly or disabled, such as B. Combat-related traumatic brain injury, are unable to remember certain personal information required to complete the authentication process for a BTSSS online account. While the VA, VSOs, or trusted family members can assist veterans in using the computer, only the veteran can answer the personal questions required before authentication can take place.
We understand that this system is new and that it will take time for people to get used to new technologies. However, we have heard reports that as of March 2021, there is very little use of the online reimbursement system for claims from veterans and only 12% of claims are submitted through the new system.
We are concerned that alternative options are insufficient for veterans seeking reimbursement. Veterans can submit paper forms, but the new BTSSS process requires more departmental approvals than the previous system. This ultimately delays payments. For example, the two designated tour guides of the Saginaw VA were able to process more than 250 applications per day before switching to BTSSS. Under the BTSSS system, the two employees can only process 50-80 per day. The Saginaw VA currently has an order backlog of approx. 1,400 claims. Saginaw VA has hired additional staff to address these challenges that we recommend. However, this is not a sustainable solution. The VA must take system-wide measures to optimize this new process.
It’s also important to note that many people, including veterans, have delayed elective medical care due to the coronavirus pandemic. With efforts to distribute vaccines increasing, many veterans are expected to receive late medical attention. It is important that the OPI system is running smoothly and that solutions to remedy the backlog are implemented before this influx occurs.
In order to be able to assess the current status of the system, we ask you to answer the following questions:
1. What information resources has the VA made available to help veterans and VSOs navigate the new online BTSSS system? How are these resources shared and publicly communicated to veterans without online access?
2. What specific support is offered to veterans who are having difficulty completing the BTSSS online authentication process?
3. We know that the kiosks are no longer used because they are not compatible with the online BTSSS system. However, we’ve heard from veterans that they value the convenience and ease of the kiosks. If the kiosks are no longer available, what technologies are being offered in their place? Can you explain why the kiosks were not made interoperable with the BTSSS system?
4. Does the VA provide a sufficient number of laptops or other internet-enabled devices to ensure adequate access to BTSSS? Is the VA working to ensure that sufficient numbers of staff are deployed to support veterans in need of technology assistance? What resources are available to veterans who do not have reliable access to technology or the internet to ensure they can still access the BTSSS system?
5. How long does it take on average for veterans who claim travel benefits through the BTSSS system to receive a payment? On average, how long does it take for users who manually submit paper travel service claims to receive payments?
6. How big is the current backlog in travel expenses? Does the AOB provide guidance and best practices for facilities to address this backlog and ensure timely reimbursement?
7. When can we expect a resolution to address the concerns we have heard from veterans, VA staff, and stakeholders regarding the implementation of the BTSSS system?
Thank you for your attention to this problem. It is important that veterans have easy access to the benefits they deserve.
And Kildee
Debbie Stabenow
Gary Peters
John Moolenaar
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